LCA Vision Inc.

Dear [redacted], I received the complaint letter from you dated:  08/21/17  from [redacted] stating that her vision is getting worse and would like an enhancement. Our records show that she spoke with our representative on August 18, 2017 who informed her of the enhancement...

process and forwarded to her by e-mail an Enhancement form to take to her own eye care specialist for a dilated exam to return to us for review.On August 18, 2017 we received a request from [redacted] a prescription for eye glasses from “[redacted]”. On August 22, 2017, [redacted] left a message on one of our Patient Care Specialist’s phone who called her back and advised her that we could not use the prescripton she forwarded but needed her to have a dilated eye exam and she also forwarded to her an enhancement retreatment form to be filled out.   [redacted] requested a confirmation e-mail be sent to her when we received  her examination results.We recived [redacted]’s examination results on August 25, 2017 (today), from [redacted]:  Dr. [redacted] showing 2 exam dates:  08/18/17 and 08/25/17.  On August 25, 2017, [redacted] received a confirmation e-mail from our Patient Care Specialist that we had received her examination results.    The Patient Care Specialist has forwarded the examination results to our optometrist for review. Once her examination is reviewed by the optometrist to determine if her vision regression could be due to myopic, hyperopic, or astigmatic changes within the parameters of the Acuity Plan she purchased, our Patient Care Specialist or optometrist will be in contact with her. Respectfully,Nancy *. R[redacted]Patient Care Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The response made by the business is not logical, honest or accurate. The business agrees that I paid for lifetime enhancements at a price of $3,190.00 ( a large sum of money for me as a customer and patient), and agrees that I have the paid benefit of lifetime enhancements. Now I simply want to come into one of their vision centers and have the enhancement completed (very simple uncomplicated request). Yet the vision center which did the eye examination at the onset of the initial or original enhancement, suddenly and seemingly does not do routine eye exams, even though that is a core function of a vision business. It is totally illogical unless the business purposefully and deceptively is attempting to send a return enhancement customer to an outside third party in the hope that a loophole may be found to thereby allow the vision center business to now refuse to honor the lifetime enhancement based on some fraudulent loophole exception. I firmly believe without bias and emotion, that the business should agree to do the routine examination as part of their daily core business at no additional cost to the returning customer, thereby then having first-hand technical and medical data to best perform the lifetime subsequent enhancement. If the stated business is unable or unwilling to fully honor my fully paid customer service agreement, they should return the previously paid $3,190.00 to the customer. As an aside, I sent to the Revdex.com the only vision center document given to me at the time of service. I have never seen the attachment presented by the current business response, and if you notice carefully it is unsigned....if the business has a signed of said document that should be required to be submitted to the Revdex.com. 
Regards,
[redacted]